Community FAQ
cancel
Turn on suggestions
Auto-suggest helps you quickly narrow down your search results by suggesting possible matches as you type.
Showing results for 
Search instead for 
Did you mean: 

Specific Timed Internet Drops

SR8
On our wavelength

‎09-08-2021 15:55 - edited ‎09-08-2021 16:05

Hello everyone, since Friday 6th August I had issues where the Internet would drop at the evening around 10pm and called about it on Sunday. The gentleman told me that it could be virgin media updating and that they only do such updates at night, I also got a text message about maintenance work to be done on Wednesday 11th August. Today it dropped during the day which was infuriating and I called virgin media and they kept blaming my 3rd party mesh wifi even though I only got the mesh on Saturday, this issue occurred to the router on Friday prior to my mesh wifi. I have created a broadband quality monitor and I can send the network logs here but I wanted to ask since an advisor today brought this up with me:

A) Apparently Since the router is in modem mode, the router cannot be updated/fixed , is this true?

B) since the router is in modem mode no checks can be done by virgin (I believe this is true but wanted to double check)

C) do routers update at 10pm? If so it's annoying as hell

I will try to post all my network logs now - modem mode logs are relating to the hub correct? The advisor said its based on my mesh network which doesn't make sense to me but she could be right. 

Here is my graph:

https://www.thinkbroadband.com/broadband/monitoring/quality/share/8b176e001b043b747454ca42d10b10e06f...

<a title="Broadband Ping" href="https://www.thinkbroadband.com/broadband/monitoring/quality/share/d1e987247ac47a09e1ed97b998912850e5aafb70"><img alt="My Broadband Ping - Virgin Deco M9 Plus Connection" src="https://www.thinkbroadband.com/broadband/monitoring/quality/share/d1e987247ac47a09e1ed97b998912850e5aafb70.png" /></a>

 

0 Kudos
56 REPLIES 56

SR8
On our wavelength

on ‎09-08-2021 16:01

 

Sat Aug 7 22:21:33 20213No Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;
Sat Aug 7 22:21:44 20216CM-STATUS message sent. Event Type Code: 4; Chan ID: 28; DSID: N/A; MAC Addr: N/A; OFDM/OFDMA Profile ID: N/A.;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;
Sat Aug 7 22:21:45 20213No Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;
Sat Aug 7 22:21:47 20216CM-STATUS message sent. Event Type Code: 23; Chan ID: 33; DSID: N/A; MAC Addr: N/A; OFDM/OFDMA Profile ID: N/A.;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;
Sat Aug 7 22:21:53 20213No Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;
Sat Aug 7 22:21:59 20216CM-STATUS message sent. Event Type Code: 5; Chan ID: 31; DSID: N/A; MAC Addr: N/A; OFDM/OFDMA Profile ID: N/A.;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;
Sat Aug 7 22:22:00 20213No Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;
Sat Aug 7 22:22:50 20216CM-STATUS message sent. Event Type Code: 24; Chan ID: 33; DSID: N/A; MAC Addr: N/A; OFDM/OFDMA Profile ID: 3.;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;
Sat Aug 7 22:23:06 20213No Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;
Sat Aug 7 22:27:07 20215MIMO Event MIMO: Stored MIMO=-1 post cfg file MIMO=-1;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;
Sat Aug 7 23:38:32 20216CM-STATUS message sent. Event Type Code: 24; Chan ID: 33; DSID: N/A; MAC Addr: N/A; OFDM/OFDMA Profile ID: 3.;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;
Sun Aug 8 05:30:32 20213No Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;
Mon Aug 9 13:54:29 20216CM-STATUS message sent. Event Type Code: 5; Chan ID: 7; DSID: N/A; MAC Addr: N/A; OFDM/OFDMA Profile ID: N/A.;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;
Mon Aug 9 14:22:40 20215Lost MDD Timeout;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;
Mon Aug 9 14:22:48 20216CM-STATUS message sent. Event Type Code: 4; Chan ID: 1; DSID: N/A; MAC Addr: N/A; OFDM/OFDMA Profile ID: N/A.;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;
Mon Aug 9 14:23:20 20215Lost MDD Timeout;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;
Mon Aug 9 14:23:35 20216CM-STATUS message sent. Event Type Code: 5; Chan ID: 23; DSID: N/A; MAC Addr: N/A; OFDM/OFDMA Profile ID: N/A.;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;
Mon Aug 9 14:27:00 20213SYNC Timing Synchronization failure - Loss of Sync;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;
Mon Aug 9 14:27:02 20216CM-STATUS message sent. Event Type Code: 24; Chan ID: 33; DSID: N/A; MAC Addr: N/A; OFDM/OFDMA Profile ID: 3.;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;
Mon Aug 9 14:28:01 20213SYNC Timing Synchronization failure - Loss of Sync;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;
Mon Aug 9 14:28:18 20216CM-STATUS message sent. Event Type Code: 5; Chan ID: 20; DSID: N/A; MAC Addr: N/A; OFDM/OFDMA Profile ID: N/A.;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;
Mon Aug 9 14:38:22 20213SYNC Timing Synchronization failure - Loss of Sync;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;
Mon Aug 9 14:38:27 20216CM-STATUS message sent. Event Type Code: 5; Chan ID: 30; DSID: N/A; MAC Addr: N/A; OFDM/OFDMA Profile ID: N/A.;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;
Mon Aug 9 14:38:44 20213SYNC Timing Synchronization failure - Loss of Sync;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;
Mon Aug 9 14:38:46 20216CM-STATUS message sent. Event Type Code: 2; Chan ID: 3; DSID: N/A; MAC Addr: N/A; OFDM/OFDMA Profile ID: N/A.;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;
Mon Aug 9 14:38:49 20215Lost MDD Timeout;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;
Mon Aug 9 14:38:52 20213No Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;
Mon Aug 9 14:38:55 20215Lost MDD Timeout;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;
Mon Aug 9 14:38:56 20213No Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;
Mon Aug 9 14:39:01 20215Lost MDD Timeout;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;
Mon Aug 9 14:39:03 20213No Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;
Mon Aug 9 14:39:05 20215Lost MDD Timeout;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;
Mon Aug 9 14:39:07 20216CM-STATUS message sent. Event Type Code: 26; Chan ID: 6; DSID: N/A; MAC Addr: N/A; OFDM/OFDMA Profile ID: N/A.;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;
Mon Aug 9 14:39:11 20213No Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;
Mon Aug 9 14:39:18 20216CM-STATUS message sent. Event Type Code: 24; Chan ID: 33; DSID: N/A; MAC Addr: N/A; OFDM/OFDMA Profile ID: 3.;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;
Mon Aug 9 14:39:19 20213No Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;
Mon Aug 9 14:39:22 20216CM-STATUS message sent. Event Type Code: 5; Chan ID: 30; DSID: N/A; MAC Addr: N/A; OFDM/OFDMA Profile ID: N/A.;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;
Mon Aug 9 14:39:23 20213No Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;
Mon Aug 9 14:39:24 20216CM-STATUS message sent. Event Type Code: 23; Chan ID: 33; DSID: N/A; MAC Addr: N/A; OFDM/OFDMA Profile ID: N/A.;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;
Mon Aug 9 14:39:24 20213No Ranging Response received - T3 time-out;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;
Mon Aug 9 14:39:32 20216CM-STATUS message sent. Event Type Code: 4; Chan ID: 25; DSID: N/A; MAC Addr: N/A; OFDM/OFDMA Profile ID: N/A.;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;
Mon Aug 9 14:39:54 20213Ranging Request Retries exhausted;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;
Mon Aug 9 14:39:54 20213Unicast Maintenance Ranging attempted - No response - Retries exhausted;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;
Mon Aug 9 14:39:55 20213Ranging Request Retries exhausted;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;
Mon Aug 9 14:39:55 20213Unicast Maintenance Ranging attempted - No response - Retries exhausted;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;
Mon Aug 9 14:39:56 20213Ranging Request Retries exhausted;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;
Mon Aug 9 14:39:56 20213Unicast Maintenance Ranging attempted - No response - Retries exhausted;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;
Mon Aug 9 14:40:02 20216CM-STATUS message sent. Event Type Code: 24; Chan ID: 33; DSID: N/A; MAC Addr: N/A; OFDM/OFDMA Profile ID: 3.;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;
0 Kudos

SR8
On our wavelength
In response to SR8

on ‎09-08-2021 16:02

Refresh data
3.0 Downstream channelsChannel Frequency (Hz) Power (dBmV) SNR (dB) Modulation Channel ID
92027500004.50000037.636276QAM2569
11387500007.80000337.636276QAM2561
21467500007.50000037.636276QAM2562
31547500007.50000037.636276QAM2563
41627500007.19999737.636276QAM2564
51707500006.69999737.636276QAM2565
61787500006.19999737.636276QAM2566
71867500005.59999837.636276QAM2567
81947500005.00000037.636276QAM2568
102107500004.09999837.636276QAM25610
112187500003.79999937.636276QAM25611
122267500003.70000137.636276QAM25612
132347500003.90000237.355988QAM25613
142427500004.30000337.355988QAM25614
152507500004.09999837.636276QAM25615
162587500004.30000337.355988QAM25616
172667500004.30000337.636276QAM25617
182747500004.09999837.636276QAM25618
192827500005.30000337.355988QAM25619
202907500006.00000037.636276QAM25620
212987500006.30000337.636276QAM25621
223067500006.00000037.636276QAM25622
233147500004.69999737.355988QAM25623
243227500003.70000137.636276QAM25624
253307500003.40000237.636276QAM25625
263707500004.69999738.605377QAM25626
273787500004.69999738.605377QAM25627
283867500004.50000038.605377QAM25628
293947500004.19999738.605377QAM25629
304027500003.90000238.605377QAM25630
314107500003.70000138.605377QAM25631


3.0 Downstream channelsChannel Lock Status RxMER (dB) Pre RS Errors Post RS Errors
9Locked37.63627620
1Locked37.636276180
2Locked37.63627610
3Locked37.63627630
4Locked37.63627610
5Locked37.63627600
6Locked37.63627610
7Locked37.63627600
8Locked37.63627620
10Locked37.63627610
11Locked37.63627600
12Locked37.63627600
13Locked37.35598800
14Locked37.35598800
15Locked37.63627600
16Locked37.35598800
17Locked37.63627660
18Locked37.63627600
19Locked37.35598800
20Locked37.63627600
21Locked37.63627600
22Locked37.63627600
23Locked37.35598800
24Locked37.63627600
25Locked37.63627600
26Locked38.60537700
27Locked38.60537700
28Locked38.60537700
29Locked38.60537700
30Locked38.60537700
31Locked38.60537700


3.1 Downstream channelsChannel Channel Width (MHz) FFT Type Number of Active Subcarriers Modulation (Active Profile) First Active Subcarrier (Hz)
33864K1680QAM4096424


3.1 Downstream channelsChannel ID Lock Status RxMER Data (dB) PLC Power (dBmV) Correcteds (Active Profile) Uncorrectables (Active Profile)
33Locked404.471839360
0 Kudos

SR8
On our wavelength
In response to SR8

on ‎09-08-2021 16:03

3.0 Upstream channels Channel Frequency (Hz) Power (dBmV) Symbol Rate (ksps) Modulation Channel ID
13260000043.0205995120 KSym/sec64QAM7
24620000044.5205995120 KSym/sec64QAM5
33940000043.7705995120 KSym/sec64QAM6
42580000042.7705995120 KSym/sec64QAM8



3.0 Upstream channels Channel Channel Type T1 Timeouts T2 Timeouts T3 Timeouts T4 Timeouts
1US_TYPE_STDMA0000
2US_TYPE_STDMA0000
3US_TYPE_STDMA0000
4US_TYPE_STDMA0000
0 Kudos

SR8
On our wavelength
In response to SR8

on ‎09-08-2021 18:22

Please help, I do not know if an engineer is required or not and do not know if i can keep my mesh wifi still 

0 Kudos

jbrennand
Very Insightful Person
Very Insightful Person
In response to SR8

on ‎09-08-2021 18:39

You have a Hub4 and I have never even seen one someone else needs to comment but the stats all look to be fine (cant comment on the Docsis 3.1)....

Yes I believe you do need to go into router mode for VM to probe it

Your BQM looks good - only one reboot at ~3pm showing. They do sometimes have to do changes in the day but it is rare. More usually its midnight to 2 am.

So what router do you have connected to the Hub. There are times when the router is actually the issue - see this thread as a recent example.

https://community.virginmedia.com/t5/Networking-and-WiFi/Internet-connection-dropping/td-p/4781287/p...

--------------------
John
--------------------

I do not work for VM. My services: HD TV on VIP (+ Sky Sports & Movies & BT sport), x3 V6 boxes (1 wired, 2 on WiFi) Hub5 in modem mode with Apple Airport Extreme Router +2 Airport Express's & TP-Link Archer C64 WAP. On Volt 350Mbps, Talk Anytime Phone, x2 Mobile SIM only iPhones.
0 Kudos

SR8
On our wavelength
In response to jbrennand

on ‎09-08-2021 20:06

The router I have connected is a deco M9 plus mesh wifi that is acting as the router. I setup the router on Saturday and before I did, I checked the ethernet cable and it was getting solid 540mbps on my laptop in modem mode. The router itself gets that speed approximately (I'm on a 500mbps plan). I don't believe the issue is my router rather it's something on virgin media's end because prior to my new mesh network this happened on Friday at 10pm (not present on the graph and was silly of me to delete said graph) but yeah it's very confusing. As of right now the WiFi is working its just once a day so far since Friday the Internet would just drop.

The reboot today around 3pm was when the WiFi dropped and I forced a reboot to fix it (I do this everytime the WiFi dropped at night now) but daytime is very worrying. I appreciate your help John as you've helped me in the past with my pre Install (probably don't remember since you help a lot of people). Hopefully someone can find out what's going on.

Should I put the Hub 4 back to router mode in the meantime or can I leave it in modem mode? 

0 Kudos

jbrennand
Very Insightful Person
Very Insightful Person
In response to SR8

on ‎09-08-2021 20:14

Just checking..... Did you connect the Deco using the recommended "sequence". Worth trying it again.

Deco into DHCP mode - remove cable switch it off and other Deco's off too.
Put Hub into modem mode - leave 5' switch off.
Deco switch on - then connect ethernet cable to Hub
Switch Hub on - leave 5-10 mins - should be connected
Switch other Decos on and connect with App

--------------------
John
--------------------

I do not work for VM. My services: HD TV on VIP (+ Sky Sports & Movies & BT sport), x3 V6 boxes (1 wired, 2 on WiFi) Hub5 in modem mode with Apple Airport Extreme Router +2 Airport Express's & TP-Link Archer C64 WAP. On Volt 350Mbps, Talk Anytime Phone, x2 Mobile SIM only iPhones.
0 Kudos

legacy1
Alessandro Volta
In response to jbrennand

on ‎09-08-2021 20:39

I don't see why you need to redo the sequence to connect the Deco if its working in modem mode then its working. As to why the connection drops thats another problem maybe bad cable or the Deco not liking VM DHCP or loss of ARP to the gateway.

But you will not not know for sure unless you have prove which is hard to do you could connect a PC to the hub in modem mode and run ICS on another NIC to the Deco and Wireshark arp with ports 67 and 68 or get a switch to mirror the WAN to a NIC between your hub and Deco.

---------------------------------------------------------------

BQM, Test for outgoing ports and SSL/L2TP VPN test

0 Kudos

Paulson52
Settling in

‎10-08-2021 06:10 - edited ‎10-08-2021 06:13

@SR8 wrote:

Hello everyone, since Friday 6th August I had issues where the Internet would drop at the evening around 10pm and called about it on Sunday. The gentleman told me that it could be virgin media updating and that they only do such updates at night, I also got a text message about maintenance work to be done on Wednesday 11th August. Today it dropped during the day which was infuriating and I called virgin media and they kept blaming my 3rd party mesh wifi even though I only got the mesh on Saturday, this issue occurred to the router on Friday prior to my mesh wifi. I have created a broadband quality monitor and I can send the network logs here but I wanted to ask since an advisor today brought this up with me:

A) Apparently Since the router is in modem mode, the router cannot be updated/fixed , is this true?

B) since the router is in modem mode no checks can be done by virgin (I believe this is true but wanted to double check)

C) do routers update at 10pm? If so it's annoying as hell omegle

I will try to post all my network logs now - modem mode logs are relating to the hub correct? The advisor said its based on my mesh network which doesn't make sense to me but she could be right. 

Here is my graph:

https://www.thinkbroadband.com/broadband/monitoring/quality/share/8b176e001b043b747454ca42d10b10e06f...

<a title="Broadband Ping" href="https://www.thinkbroadband.com/broadband/monitoring/quality/share/d1e987247ac47a09e1ed97b998912850e5aafb70"><img alt="My Broadband Ping - Virgin Deco M9 Plus Connection" src="https://www.thinkbroadband.com/broadband/monitoring/quality/share/d1e987247ac47a09e1ed97b998912850e5aafb70.png" /></a>

 

Thanks for sharing the info.

0 Kudos
Top